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UK's Vanquis Bank Sends New Call Center into the Cloud

November 08, 2012

By Tracey E. SchelmeticTMCnet Contributor

The UK’s Vanquis Bank is sending its newest call center into the cloud, and it has chosen systems integrator Azzurri Communications (News - Alert) to implement and manage its new 550 seat, cloud-based contact center.

Call Center Helper is reporting today that the five-year contract will involve Azzurri installing a new Avaya (News - Alert) platform with Callmedia 5.0 overlaid as the management application in the facility, as well as updating the center to VoIP telephones. In addition, as part of the wide area network (WAN) provision, SIP endpoints have been installed in all of Vanquis’s four UK offices, split across two data centers. It’s expected that this VoIP installation will assist in ‘future proofing” the contact center for further expansion, as “virtual” spokes can be easily added. Every new site will immediately becomes a fully enabled branch office, ensuring business continuity and disaster recovery resilience.

“In our contact center, we make a point of ensuring customers can quickly and efficiently speak with someone who understands their unique situation and requirements,” said Adrian Dorey, Telecoms Manager for Vanquis Bank . “That’s why we choose to work with the best of breed providers in this market – Azzurri, Avaya and Callmedia.”

“Azzurri has an innovative product set and a clear understanding of our business and our objectives,” Dorey added. “They also have a very solid engineering base, so when issues have arisen (as they inevitably do with technology) we’ve always had a timely and educated response.”

The reason for the change in solutions and the equipment expansion is that the bank had reached critical capacity with their previous contact center system. They looked at either bolting on more capacity, or opting for a complete refresh with improved scalability, according to Call Center Helper.

Edited by Brooke Neuman

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